Defective products and poor service

I have a TV which was approved for a replacement and I have been contacting Samsung for updates regarding delivery and I am continuously being told that it is being escalated and now that 14days are up, they still have not contacted me back to confirm delivery details etc, the service promised is not being offered and when speaking to the support team you are just being **** to, the communication line has been so poor even though I have asked to be contacted back, the request is continuously ignored and I still have no working TV.